Customer Experience Transformation Specialist

1 day ago

North Sydney Council, Australia Zurich Insurance Group Full time

We are seeking an experienced CX Designer to join our team at Zurich Insurance Group. As a Customer Experience Transformation Specialist, you will play a key role in designing and implementing exceptional experiences for our customers, partners, and staff across the business.

Company Overview

Zurich Insurance Group is a leading global insurance company committed to making a positive impact on society. Our vision is to be a leader in the insurance industry, driving innovation and creating value for our customers, employees, and shareholders.

About the Role

The ideal candidate will have a customer-led mindset, strong communication skills, and the ability to effectively engage non-design stakeholders. You will work in multidisciplinary teams as the champion of the customer voice, driving deep understanding of our customers and partners for insight-led decisioning on solutions that meet their needs.

Key Responsibilities
  • Understand customer needs and business requirements to redesign and optimise priority experiences and processes in a fast-paced, agile-at-scale environment
  • Discovery research, including the planning, facilitation, and analysis of primary qualitative and quantitative design research
  • Journey mapping and service blueprint development
  • Strategic foresight and future-state journey design
  • Facilitate design workshops across the design process
  • Develop and conduct experiments and prototype testing of digital experiences, features, and propositions to validate and de-risk designs
  • Create high-level wireframes and user flows in Figma, working with developers to support the implementation of design concepts
  • Setting clear KPIs and metrics to measure and track success – driving action off the back of these data points
  • Advocate for HCD methodology and uplift the design understanding and capability of squad members and non-design stakeholders
Requirements
  • 5+ years' experience in CX, Strategic Design, Service Design or Human-Centred Design roles
  • A customer-led mindset and the ability to move quickly from insight to action
  • Strong working knowledge of design process and methodology, with the ability to effectively define, plan and prioritise design work to be done
  • Excellent communication skills and the ability to effectively engage non-design stakeholders
  • A curiosity for new technologies and emerging digital experience trends that drives you to be at the forefront of new innovations and best practices
  • UX/ Digital Product design experience and working knowledge of UX/UI best practices for web design with strong skills in wireframing and progressing from low fidelity prototypes to full fidelity UI prototypes for development teams is preferred
Benefits

We offer a competitive salary range of AUD $120,000 - $180,000 per annum, depending on experience. Additionally, you will receive 5 weeks leave per year, 15 days personal/carer's leave, access to award-winning training programs, and a range of other benefits through our Shine portal.

How to Apply

If you are passionate about creating exceptional customer experiences and want to make a positive impact on society, please submit your application today.

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